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Customer Service Representative
4 weeks ago
Customer Service Representative Summary
This role reports to Team Leader, Customer Service Representative and fits under the Finance Division, based in Sofia, Bulgaria.
Essential
**Responsibilities**:
- Performs basic bill review
- Issues paperwork to clients for a change of “bill to” address
- Opens billing inquiries and assigns to billing, credits and collections team
- Routes calls to appropriate department Responds to general inquiries, offers quick, courteous & sustained client service ensuring the customer is kept informed, updated and promptly responded to
- Manages day-to-day MACD requests and all other non-revenue generating orders for SMB division (data correction orders etc.)
- Opens trouble tickets and assigns to SMB NOC
- Provides ticket status to customers as needed Performs outbound call campaigns; intros, EV set ups, first bill reviews, etc. Handles non-US incoming calls (EU) and outbound follow up on non-tier 0 calls where needed
- Responds to account queries, including changes, ceases, billing issues and any other administrative account activities within the set SLAs
- Handles other administrative tasks as requested by line manager - Cease, EOL and Decommission projects, data review and data clean-up/correction project
This role provides the below distinct functions:
- Owns as part of the team role all accounts between 0K-5K MRR
- Provides administration and reporting functions to the SMB Division upon request Experience
Required:
- At least 1 year of previous experience in a sales support or complex administration function preferred - Strong computer skills and good levels of competence in Microsoft Office such as Word and Excel, PowerPoint desirable
- Qualifications - Excellent English Skills are a must - Strong customer focus - Ability to work accurately and meet deadlines - Attention to detail and accuracy while being able to maintain higher workload
- Professional and articulate Effective communicator; able to liaise with confidence with both the internal and external parties
- Flexible
- Reliable
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